Planning Assistant

Join our journey to create a new experience for The National Lottery and help us to power change for the greater good.

We are Allwyn UK part of the Allwyn Entertainment Group a multi-national lottery operator with a market-leading presence across Europe which includes: Czech Republic Austria Greece Cyprus & Italy.

While the main contribution of The National Lottery to society is through the funds to good causes at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime largescale transformation journey by creating a National Lottery that delivers more money to good causes.

Well talk a bit more about us further down the page but for now lets talk about the role and who were looking for

A bit about the role

• To maximise the customer service delivery in Allwyns contact centre servicing National Lottery Players and Retailers as part of the wider Customer Operations team

• To track authorise and report on the Holiday allowances of all members of the Customer Operations team

• To assist with the time tracking of all colleagues employed by our third-party suppliers Brook Street and Foundever

• To assist with other duties in the Planing team as required

• 16 hours per week

Department Description:

• The Customer Operations department provides end-to-end support at agreed customer service and Gaming Commission standards to all players and retail customers. We are responsible for dealing with all inbound and outbound contacts with Players of national Lottery games and Retailers who sell those games. We deal with inbound calls chats emails letters complaints and social media contacts from Players and inbound calls emails and outbound calls from / to addition Customer operations helps assist with getting Retailers started with selling national Lottery products and andy change in their circumstances

Team Description:

• The Planning team are responsible for the forecasting of workload and the design of the shift patterns to meet that workload and exceed our GamCom Targets. The real-time function of the team maximises our ability to hit service levels on a minute-by minute basis. The MI team report on our performance both internal and external to Customer Operations.

• You will be joining the Planning area of the team reporting into Siobhan Smart

What youll be doing

• Mark Holiday requests from colleagues in Customer Operations and keep records

• Calculate allowances and balances of holidays by individual and team

• Build holiday systems in Amazon and Microsoft Excel

• Help with the authorisation of weekly temp claims within time limits

• Assist with Foundever billing and keeping to budget

• Attend team operations and third-party meetings as required

• Assist the Planning and wider team with Planning related tasks

What experience were looking for

• Experienced Planner / Holiday Management professional in Allwyn or a similar business

• Excellent written and oral communication skills

• Quickly become competent in use of the Verint Workforce Management Tool as well as multiple other packages

• To be able to utilise google packages to collate and communicate information and data

About us:

Weve developed ground-breaking technologies built player protection frameworks and have a proven track record of making lotteries better.

• Innovation - We pride ourselves on it! Were constantly looking for new ways to excite our customers bringing new products to enjoy which is all underpinned by our responsible play values and making them accessible to all.
• Giving back Did you know that playing the lottery generates around 30m a week for charities and good causes in the UK Our aim is to have doubled this number by the end of the first 10 year licence
• Sustainability Our aim to be net zero by 2030 which would make us the first lottery provider globally to achieve this
• Inclusion and accessibility We are making all parts of The National Lottery inclusive whether you play a game in a store or online.

If you need any assistance or adjustments to this job description or in the application process please contact a member of the talent team at and well be happy to help.

**Being the custodians of the National Lottery license is a big responsibility so all of our roles are subject to extensive background checks**

An inclusive reward offering with wellbeing at the centre

At Allwyn weve put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives and careers.

Heres a list of some of the fantastic benefits we offer

• Company bonus scheme
• Matched pension contributions up to 8.5%
• 26 days annual leave 2 Life Days (and bank holidays)
• Complimentary Private Medical
• Life Assurance
• Enhanced Maternity & Paternity leave
• 500 wellness allowance
• Access to nutritional advisor and personal trainers
• Discounted Health Assessments
• Complimentary Financial coaching

Our benefits and policies reflect our commitment to wellbeing and inclusivity and are enhanced with features that benefit our colleagues (and their families). By offering a variety of benefits that support our colleagues we continue to create a place of work where people feel rewarded and can succeed.

A place of belonging

We want to create one of the UKs most inclusive organisations where people can bring the best of themselves to do their best work every day for the benefit of good causes.

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination harassment or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs the job requirements and the individual qualifications. Allwyn encourages applications from individuals regardless of age disability (visible or hidden) sex gender reassignment sexual orientation pregnancy and maternity race religion or belief and marriage and civil partnerships.

We are a Disability Confident Leader which means weve taken proactive steps to ensure our workplace is accessible and inclusive for disabled colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job.